Bob Doerksen
Vice President of Technology Services @ Montage LLC | Innovation, efficiency, dad jokes.
- Role
- Vice President of Technology Services at Montage
- Location
- Grand Rapids, MI, US
- LinkedIn followers
- 500 followers
About Bob Doerksen
Information Technology leader with a demonstrated ability to deliver value, innovation…
Experience
Vice President of Technology Services
Apr 2019 — Present · US
Recruited to oversee IT department and turn around at-risk CRM migration project. Creates and monitors multi-million-dollar annual budget. Serves on executive management team. • Defined first departmental processes (budget, IT support, change management, disaster recovery, security incident response), improving visibility, performance, and stability.• Implemented Agile across the organization and introduced DevOps to manage development pipelines.• Lowered operating costs by 10% or more every year but one, beginning in 2019.• Completed a substantial, company-wide cloud-first digital transformation including new Power Apps, new Consumer, Retailer, Technician, and System Portals built on Azure App Services, migration of the jewelry business into CRM, integration to parent company’s F&O instance, and creation of a Shopify application that gained additional retailer business within the first month.• Within two years of launch, self-service claim creation via the Consumer Portal accounted for 60% of all claims, resulting in significant call volume reductions and a savings of $225k annually in Operations.• Established a revenue-generating network of retailer integrations via a commercially available Data Import API, now utilized by 7 partners across both lines of business.• Implemented claims auto-adjudication and automation in 2024 that delivered $450k in savings to Operations.• Developed an AI-investment package for implementing a DataOS middleware layer for supporting the rapid deployment of AI analytics and introducing receipt photo analysis to eliminate retailer plan registration friction and improve data quality and consistency, projected to achieve $500k in savings over the next three years (post-launch).• Improved support team’s time-to-respond and time-to-resolve metrics, resulting in year-over-year reductions in ticket volume, beginning in 2021.
Education
Grand Valley State University
Bachelor of Arts (B.A.)
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